> ## Documentation Index
> Fetch the complete documentation index at: https://docs.payreque.st/llms.txt
> Use this file to discover all available pages before exploring further.

# Postal Letters

> Send physical collection letters to customers via Pingen postal service

# Postal Letters

For formal collection notices, a physical letter carries more weight than an email. PayRequest integrates with [Pingen](https://www.pingen.com) to send professional postal letters directly from your dashboard — printed, enveloped, and mailed automatically.

<Info>
  Postal letters are optional. You can use the full debt collection pipeline with email-only communication. Pingen integration adds the ability to send physical letters when needed.
</Info>

## Why Send Postal Letters?

* **Higher impact** — Physical letters are taken more seriously than emails
* **Proof of delivery** — Track when letters are delivered
* **Legal standing** — Physical notices may carry more legal weight in some jurisdictions
* **Unreachable customers** — Reach customers who don't respond to emails
* **Professional appearance** — Formal business letterhead with your company details

## Setting Up Pingen

Before you can send postal letters, you need to connect your Pingen account.

<Steps>
  ### Create a Pingen Account

  Sign up at [pingen.com](https://www.pingen.com) and create an organisation.

  ### Get Your API Credentials

  In your Pingen dashboard:

  1. Go to **Settings** → **API**
  2. Note your **Client ID** and **Client Secret**
  3. Note your **Organisation ID** from the account settings

  ### Configure PayRequest

  Contact PayRequest support or add the Pingen credentials in your environment configuration. You'll need:

  | Setting             | Description                   |
  | ------------------- | ----------------------------- |
  | **Client ID**       | Your Pingen API client ID     |
  | **Client Secret**   | Your Pingen API client secret |
  | **Organisation ID** | Your Pingen organisation ID   |

  ### Top Up Your Pingen Balance

  Pingen charges per letter sent (typically EUR 1-2 per letter within the Netherlands). Make sure your Pingen account has sufficient balance.
</Steps>

## Sending a Postal Letter

Once Pingen is configured, you can send letters from any collection case.

<Steps>
  ### Open the Collection Case

  Navigate to **Debt Collection** and click on the case.

  ### Click "Send Postal Letter"

  Find the **Send Postal Letter** button in the case header (next to "Send Reminder").

  ### Review and Confirm

  The system generates a professional A4 letter including:

  * Your business details (company name, address, VAT number, IBAN)
  * Customer's name and address
  * Stage-appropriate content matching the current collection stage
  * Amount breakdown (original amount + collection fees = total)
  * Payment link and case reference number
  * QR code for quick mobile payment

  ### Letter Is Sent

  PayRequest uploads the letter to Pingen, which handles printing, enveloping, and mailing. The letter is typically delivered within 1-3 business days (within the Netherlands).
</Steps>

## Letter Content

Each letter is automatically tailored to the current collection stage:

### Stage 1: Friendly Reminder

* Polite tone, assumes the customer may have overlooked the invoice
* Mentions the invoice number and original due date
* Requests payment at the customer's earliest convenience

### Stage 2: Formal Notice

* More formal tone with a clear payment deadline
* States that this is a formal notice
* Requests payment within 7 days

### Stage 3: Collection Fees Added

* Direct tone informing the customer that collection fees have been applied
* Shows the breakdown: original amount + collection fee
* Requests immediate payment of the total amount

### Stage 4: Final Warning

* Urgent tone making clear this is the last notice
* Warns of potential further consequences
* Demands immediate payment

## Letter Format

Every letter follows a professional Dutch business letter format:

* **A4 paper** with proper margins
* **Sender block** — Your company name, address, VAT number, and IBAN
* **Recipient address** — Positioned for standard window envelopes
* **Date and reference** — Case number and current date
* **Body** — Stage-appropriate content in the case's configured language
* **Amount table** — Clear breakdown of what's owed
* **QR code** — Scannable payment link for quick mobile payment
* **Signature** — "With kind regards" followed by your company name

<Tip>
  The letter language follows the language you've set for each individual case. Set this in the Case Settings on the case detail page.
</Tip>

## Tracking Letters

After sending a letter, you can track its status:

* **Pending** — Letter is being processed by Pingen
* **Sent** — Letter has been printed and mailed
* **Delivered** — Letter has been delivered (when tracking is available)

Letter history is shown in the case's overview section, including:

* Date sent
* Current status
* Delivery confirmation (when available)

## Automatic Postal Letters

When Pingen is configured, the automatic escalation process can send postal letters automatically:

| Stage                       | Email              | Postal Letter          |
| --------------------------- | ------------------ | ---------------------- |
| Stage 1 (Friendly Reminder) | Sent automatically | Not sent (email only)  |
| Stage 2 (Formal Notice)     | Sent automatically | **Sent automatically** |
| Stage 3 (Collection Fees)   | Sent automatically | **Sent automatically** |
| Stage 4 (Final Warning)     | Sent automatically | **Sent automatically** |

<Note>
  Automatic postal letters only happen during automated escalation. If you manually escalate a case, you choose whether to send a letter.
</Note>

## Costs

Pingen charges per letter. Typical costs (Netherlands):

* **Standard letter** — approximately EUR 1.00 - 2.00
* **Registered letter** — higher cost, includes delivery confirmation
* **International** — varies by destination country

Costs are charged to your Pingen account, not through PayRequest. Check [pingen.com](https://www.pingen.com/pricing) for current pricing.

## FAQs

<AccordionGroup>
  <Accordion title="Do I need Pingen to use Debt Collection?">
    No. Pingen is optional. You can use the full collection pipeline with email-only communication.
  </Accordion>

  <Accordion title="Can I preview the letter before sending?">
    The letter is generated as a PDF using your business details and the case information. You can download a preview from the case detail page before confirming the send.
  </Accordion>

  <Accordion title="What if the customer's address is wrong?">
    Make sure your customer records have accurate addresses before sending postal letters. Letters sent to incorrect addresses will still be charged by Pingen.
  </Accordion>

  <Accordion title="Can I send letters internationally?">
    Yes. Pingen supports international mail. The cost varies by destination country.
  </Accordion>

  <Accordion title="How long does delivery take?">
    Within the Netherlands, letters are typically delivered within 1-3 business days. International delivery may take longer depending on the destination.
  </Accordion>
</AccordionGroup>

## Related Documentation

<CardGroup cols={2}>
  <Card title="Escalation Pipeline" icon="arrow-up-right" href="/debt-collection/escalation-pipeline">
    How automatic escalation triggers postal letters
  </Card>

  <Card title="Creating Cases" icon="plus" href="/debt-collection/creating-cases">
    How to create collection cases
  </Card>

  <Card title="Debt Collection Overview" icon="scale-balanced" href="/debt-collection/overview">
    Back to the overview
  </Card>

  <Card title="Business Details" icon="building" href="/business-settings/business-details">
    Make sure your company details are up to date for letters
  </Card>
</CardGroup>